Job Description:
Job Description: Creating effective customer service procedures, policies, protocol and standards and provide training to the team.Working closely with customer service team to facilitate and coordinate internal process by adopting 'customer centric' values.Taking ownership of customers issues and following problems through to resolutionAnswers customers' questions, resolves problems, and maintains customer satisfaction by providing problem-solving resources.To process incoming sales order and verify the sales condition are in proper order. Any deviation must have supporting documents with the validation from respective Manager by following the DOA.To ensure the products delivery which handled by 3rd party logistic provider able to meet customer expectation.Key user to monitor progress on all the complaints and grievances received via SALSA and ensure the case is close within the KPIs set by the management.To assess the cost exposure and evaluate the root cause of the complaints which filed via SALA and propose improvement plan on quarterly basis.To collaborate with all stakeholders to optimize supply operation costs by sending products ex-plant to customer and bypass the warehouse. [35% on total sales volume].Key user to maintain sales module in system. Annual exercise to update pricing, sales condition, rebates in Dec and update changes as and when requires such as new product, customer master.Key user to maintain eLub platform(or other digital platform); i.e. create new user access, amend product catalogue.To bill customer upon completion of delivery [Billing error @ To assist on the launching of new project, Invoicing, Credit Note, Debit Note or Rebate processing if required. To respect company's HSE rules at all times when conducting work activities.To assist on stocktake exercise which will be conducted twice a year.Qualification & Experience Required 4 to 6 years of related experience in customer service.Proficiency in Microsoft Office, Excel and SAP System.Proactive, independent to handle new task/projects.Good interpersonal, communication skill and team player.Cultural adjustment ability and good negotiation skills with English and local language proficiency.Positive driver within responsibility and efficient incoordination and learning agilityAbility to implement pragmatically sustainable actions to improve the internal processStrong customer-facing, communication skills and emotional intelligence.